Mainframe Technical Support Analyst

• Manage, troubleshoot, and respond to customer issues on BMC product and Integration issues, ensuring appropriate resolution time
• Responding to and resolving all customer enquiries (via phone, e-mail, web)
• Identifying and reporting functional defects to higher levels of Support and R&D
• Maintaining high level of customer satisfaction
• Properly documenting all customer interactions and troubleshooting actions into the BMC issue management systems
• Escalating service requests and issues appropriately in a timely fashion
• Exercise independent thought within defined procedures and practices
• Manage priorities and act on factors that create priorities
• Work collaboratively with other BMC product teams
• Capture and share knowledge
• Willingness to participate in on-call support during evenings and weekends.

• Communication skills (verbal & written) and customer handling skills
• Proven problem solving and analytical ability.
• Excellent organizational/time management skills.
• Ability to handle multiple tasks concurrently.
• Analytical and problem-solving abilities
• Ability to learn and effectively utilize Customer Support tools/resources
• Inquisitiveness to learn new products and ideas
• 3+ years z/OS systems or major subsystem (STORAGE, IMS, CICS, DB2..)
• AMI Monitor for CICS, AMI Auto Operator or Mainview product experience
• Proficient in the use of standard IBM utilities
• Proficient in the use of RACF commands
• Knowledge of CA Top Secret and CA ACF2 beneficial
• Ability to understand and write REXX code helpful
• Minimum of 3 years with Windows/Unix/Linux operating system management, configuration and security.
• Minimum of 3 years of experience working with a Security Information and Event Management (SIEM) product.
• 3+ years of with Windows/Unix/Linux networking
• Experience with programming languages such as C, C++, C#, Python, JavaScript helpful, but not essential.
• Understanding of Networking concepts
• Understanding of Security concepts
• Strong diagnostics, debugging, and troubleshooting skills.

Our commitment to you! 

BMC’s culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won’t be known just by your employee number, but for your true authentic self. BMC lets you be YOU! 

If after reading the above, You’re unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply! We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas! 

BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender,  gender expression,  gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran.  If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

• Medical Insurance: Comprehensive medical insurance coverage provided to employees.
• Life Insurance: Life insurance coverage offered for additional peace of mind.
• Employee Assistance Program (EAP): Confidential support available for personal, financial, or work-related challenges.
• Milk Stork: A breast milk delivery service for traveling mothers, supporting breastfeeding while on the go.
• Employee Capital Plans (PPK): Participation in a PPK agreement with selected financial institutions, offering preferential financial services and rates. Contributions include:
• Employee: 2% of gross salary (mandatory) + optional voluntary contribution up to 2%
• Employer: 1.5% of gross salary (mandatory) + optional additional contribution up to 2.5%
• State: Welcome contribution and annual top-up in accordance with statutory rules
• Work-From-Home Allowance: A monthly lump-sum allowance of 50 PLN (gross) for all employees of BMC Software (Poland) Sp. z o.o., intended to partially cover home-office expenses such as electricity, internet, and use of personal space.
• Bonus Plan: All employees are eligible to participate in a company bonus plan. Bonus eligibility and structure vary based on role, seniority, and business unit. More details will be shared by the Talent Acquisition team during your interview process.